Partner Engagement Specialist

Responsibilities

• Serve as a day-to-day support contact for a large portfolio of agencies, delivering timely, high-quality guidance through Intercom and other channels, with live support for complex or time-sensitive issues when needed.
• Proactively engage customers post-launch to reinforce platform best practices, drive adoption, and support successful, repeatable usage.
• Educate customers on platform features and workflows while guiding them toward self-service tools and resources whenever possible.
• Execute standardized engagement playbooks to increase adoption, reduce risk, and support long-term agency retention & growth.
• Monitor customer performance, usage, and engagement signals to identify churn risk early and prioritize outreach where it will have the most impact.
• Escalate sustained risk, complexity, or performance issues through established workflows and partner with internal teams to resolve them.
• Maintain accurate account records and surface trends or recurring feedback to inform process improvements and customer experience initiatives.

Requirements

• 3 years of experience in customer success, customer support, account coordination, or a related customer-facing role.
• Strong written communication skills, with the ability to deliver clear, concise guidance at scale through email and in-app messaging.
• Comfort supporting a high volume of customers and navigating competing priorities effectively.
• A data-informed mindset, with the ability to interpret usage and performance signals to guide outreach and escalation.
• Familiarity with tools such as Salesforce, Intercom, or similar customer engagement platforms.
• Strong organizational skills and attention to detail in a fast-paced environment.
• Willingness to operate within defined playbooks, workflows, and engagement models while maintaining a customer-first mindset.
• Adaptability to evolving processes, tooling, and customer needs in a growing organization.

Benefits

• 100% remote within the US
• Flexible vacation policy
• Annual vacation allowance for travel related expenses
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development